Responsibilities:
- Provide first and second level IT technical support to end users including desktops, laptops, mobile devices, printers, and peripherals.
- Diagnose and resolve hardware, software, OS, and application issues within defined SLA timelines.
- Perform onsite and remote troubleshooting, escalation, and follow up to ensure timely issue resolution.
- Manage incidents, service requests, and problem records through the IT Service Management / ticketing system.
- Ensure tickets are properly logged, categorized, prioritized, documented, and closed in accordance with IT service procedures.
- Track recurring issues and assist in problem root cause analysis and preventive actions.
- Support SLA monitoring, reporting, and service improvement initiatives
- Endpoint onboarding and device lifecycle management
- Software deployment and patching activities
- Endpoint health checks and compliance status monitoring
- Assist in Windows OS patching, application updates, and remediation tasks as scheduled
- Perform endpoint troubleshooting for non compliant or unmanaged devices
Requirements:
- At least 3 years of experience in providing Level 1 support
- Basic knowledge of networking, IT security, and infrastructure
- Exposure to Oracle and Microsoft SQL Server is a plus
- Familiar with Microsoft 365, Office, and collaboration tools
Jerlin Aw Bi Zhi (R1218675) | CSGROUP Pte. Ltd. (25C2702)
